FAQ

Here are some useful answers to questions we are frequently asked.
Please just contact us if you need any further details or specific arrangements made.

Airport Taxi Service


  Can I do this myself at the airport or can you arrange?

There are many options for you to choose from:

1. Bus Service

...there is a regular bus service between the airport and Cape Town's Civic Centre in the city center; you will then need to get a taxi from here.

2. Uber

...this requires you to have an account with app on your mobile and data working when you land. You should be able to pick up a sim package at the airport. Being an unregulated taxi service driver skills can vary greatly; they are not allowed to wait at the airport so loiter on the approach road.

3. Airport Taxi Services

...regulated and they have desks as you leave baggage area and as you exit into arrivals hall. As always with any taxi service that is not metered make sure you agree the cost before starting your trip.

 

We can of course arrange and pre-book our recommended friendly airport taxi service to meet you with a name board as you come into the arrivals hall just past customs. Their cost includes their reasonable waiting time, for the flight you have confirmed you will be on, and parking. This gives you peace of mind that after a long flight someone will be waiting with a friendly smile when you land.

When you complete our booking form simply fill in your flight details plus number of persons and then we will confirm your airport pickup giving you your drivers contact number. We can also happily arrange your return trip either in advance or when you are already staying with us.

Check-in time is from 14:00 – 17:30 Monday to Friday and 14:00 – 15:00 weekends/public holidays. For late airport arrivals after 17:30 weekdays and 15:00 weekends/public holidays please arrange for an airport pick-up service with us and your driver will take you directly to your property. Please read "late check-in" for further details.

 

Journey time can vary depending on direction and rush hours. The standard time is about 30 minutes however week day mornings driving into town can take a lot longer. Please, when leaving to the airport weekday afternoons give yourself at least an hour as again rush hour traffic can take much longer.

Baby Cots


  Do you provide baby cots?

Yes, we can add a baby cot to your property at a nightly rate of R85 with basic bed sheets and if you are staying longer than 5 days the charge is free from day 6.

We do have a massive shop called Baby City, which is only a couple minutes walk away, in case you have forgotten something.

Breakfast


  Can you provide and include within the accommodation rate?

All our properties are self-catering, the village has so much to offer in the way of cafes and restaurants plus food shops and are all within a couple minutes walk of our properties, we will happily recommend places to suit all tastes.

Cleaning


  Are your properties serviced?

Yes, a full service is done six days a week with a light service of replenishing towels, cleaning bathrooms, making beds and removing rubbish on Sunday. We do not service properties on public holidays South African Public Holidays 2018

  What time do you clean?

Our housekeeping staff don’t like to disturb you too early so from 10am till just after 4pm. If you do have a specific time then let us know and we will see if we can assist.

If you do not want to be disturbed on a particular day just let us know; if you choose, we can clean inside on alternate days however as we cannot extend this for longer periods of no cleaning as our owners expect their properties to be looked after. The outdoor areas, have to be maintained six days a week excluding public holidays.

 

Early Check-ins


  If our flight arrives early can we check-in early?

If the property has not been booked the night before, is already serviced with no maintenance planned then we might be able to do an early check-in from around 1pm however we are sorry in advance if this not possible.

If the property has a guest checking out that same day then the normal 2pm check-in applies; we are happy to store your luggage and give you a call if we can get you in earlier. Unfortunately our reception does not have changing facilities.

Entertaining


  Can I invite friends around to the property?

Of course, most properties have additional glasses and crockery so you can entertain a couple of friends and we do encourage you to enjoy the place as a home. All we ask is that you respect the property accordingly and make sure there is no smoking inside and that there is no more than 2 additional visitors than the property can accommodate.

Management reserves the right to ask visitors to vacate the property with immediate affect should the terms and conditions not be adhered to. Guests are responsible for their visitors and liable for any costs incurred.

 

We do not allow parties or events in our properties.

Extra Beds


  Do you allow more than two people to sleep in a room?

Apart from single bedrooms all bedrooms can only accommodate two persons and we do not add additional portable beds. We unfortunately do not allow three people to sleep in a double bed or allow sleeping on sofas.

Extra Guest Services


  What do you offer?

We can provide or help with additional services such as property flowers, pre-stocked kitchens, laundry and driver day or half day tours. If you need anything else arranged we will be happy to assist or recommend.

 

 

Hairdryers & Irons


  Do you provide?

Yes, every property has at least one hairdryer in the master bedroom. In addition there is also an iron and ironing board.

Hire Car


  Can you recommend?

Cape Town has all the major leading international car hire companies which are located at the airport and in the city. Avis and Budget are both a short 5 minute walk from our reception.

 

House-keeping


  What service do you provide?

On daily rentals a house-keeper will do a standard clean weekdays, Saturday and a light service on Sunday's; we do not service on public holidays. A house-keeper assistant will also clean, water (when no restrictions) and maintain the outdoor areas Monday to Saturday.

If the property requires a heavy clean due to extreme usage e.g. large dinner party then, at managements discretion, R350 heavy cleaning charge will be invoiced.

You can request not to have a cleaning service inside on a particular day however we have to access and clean all properties every other day. All outdoor areas need to be accessed and cleaned 6 days a week ecluding public holidays.

Internet Access


  What service do you provide?

As an extra service, and separate to your accommodation rate, we can offer free WiFi data in your property, when available.

conditions of use:

  • by providing this free extra service we do not guarantee 100% reliability;
  • any fault or interruption in service is out of our hands being controlled by third party companies; we cannot be held liable for any WiFi interruptions caused due to a faulty third party service;
  • we will report faults to third party companies and follow up;
  • we are not responsible for data speed;
  • as an extra free service, that is not linked to the accommodation rate, there will be no compensation, discounts, refunds or alternatives offered at the cost to the company should your WiFi not work;
  • you are not obliged in any way to use this free service;
  • other WiFi access options are available in the area and Cape Town;

device access:

  • number of online devices is determined by number of bedrooms in the property plus 1;
  • you are responsible for keeping the password private at all times and responsible for not giving out the password to any non-paying guests;
  • should it be discovered that you have breached the above then you will be liable for all costs relating to re-programming all related equipment;
  • you are only allowed access to the WiFi network when occupying the property during your rental period;

fair use & fair access policy:

  • as an uncapped home account, usage and access is determined by the ISP (Internet Service Provider) and not the company;
  • in protecting the integrity of their network for all customers the ISP reserves the right and will take necessary steps to prevent improper or excessive usage;
  • during peak network times priority is given to real time activity that includes emailing, browsing etc.
  • continuously uploading/downloading or using the service for unattended automated processes such as automatic updates will be managed by rate limiting (slowing down speed) and limiting or preventing service using specific protocols or ports by the operating date company;
  • continuous excessive usage of a service may result in termination of the Home Uncapped ADSL account;
  • any attempt to bypass Shaping Policies may result in termination of the Uncapped ADSL account;
  • the ISP reserves the right to manage the integrity of their network and should network capacity not be available at any time, they assure all clients that they will do this in a responsible manner should the need arise;
  • this service is best suited for average home users with little to no high bandwidth services such as NNTP, Peer-to-Peer and Torrents (and similar but not limited to);
  • the ISP will take swift and firm action with regard using their service to send and operate unsolicited spam and junk mail activity;
  • the ISP prohibits customers using their service to harm minors, including, but not limited to, hosting, possessing, disseminating, distributing or transmitting material that is unlawful, including child pornography;
  • guests are responsible to ensure unauthorized persons or minors do not gain access or misuse this service complying to all terms.

 

Late Check-ins


  How late can I check-in?

We do request, on the booking form you will receive, that you inform us of your approximate arrival time. For all arrivals after 17:30 weekdays and 15:00 weekends & public holidays please arrange in advance. Please see "Public Holidays" for more information.

If you are booking an airport transfer with us and arriving after these times then your driver will take you directly to your property.

If you are arriving in your own transport, outside our reception hours, then we will arrange a special late check-in where a member of our staff will meet you at our reception at 40 Napier Street; a fee of R200 per arrival time will be applicable. We will give you our out of hours/emergency mobile contact number to call half an hour in advance of you arrival so you can call to confirm with a more accurate time.

If your plans change at all to the time you have told us on your booking form please let us know in advance during our reception times.

We do ask all guests arriving late, using our airport transfer service, to come to reception the following day for us to take photo-copy(s) of your ID or passport and complete our registration; we can then provide further keys if required plus maps and WiFi details.

Late Check-outs


  Can I leave later than 10:00?

We can only let you know if a late check-out is available the day before departure; this unfortunately cannot be booked in advance. 

If we can assist with a late check-out after 10am then a fee applies of R500 (low season 2018) and R700 (high season 2018) up to 16:00. After this time then a full days rate will apply and be charged.

Laundry


  Do your self-catering properties have a laundry service?

Yes, you will find a bag and form in the master bedroom cupboard, simply follow the instructions.

All our properties have their own washing machines, some of this are combination dryers and others have separate dryers. Spar Supermarket is the closest store, and only a few minutes walk from our properties, and here you will find washing powder etc.

Linen


  Do I need bed linen & towels?

No, don't worry we provide all the standard bedline and towels in the property.

All beds have 100% cotton duvets and fitted sheets with bed blankets and optional flat sheets if required during the hot season. All beds come with micro-fibre continental and standard pillows.

We also provide black beach towels for you to use outside the property and do ask that only these are used outside of the bathrooms.

  How often are the sheets and towels changed?

In keeping with our water wise programme we do change bed linen every three days but if you require a shorter period then please let us know. Towels that are left on the floor are regularly changed.

Location


  How close are you to specific Cape Town locations?

Check-out the area info section which does give a breakdown of key distances to either walk or drive.

  What’s the location like? De Waterkant Village is a great place to base yourself if you want to be at the heart of the city. It is just below Signal Hill and above the V&A Waterfront, and tucked between the City Centre and Green Point.

Mobiles


  Can I use my international mobile and purchase a local SIM card?

If you have a cell phone that is a SIM-unlocked GSM 900 frequency you can purchase from mobile shops and supermarkets South African SIM cards for R2-4. Due to regulations you will need to come to reception for us to give you a covering letter showing a local address plus remember to take an I.D. with you to the shop. The closest shop is a couple minutes walk in Cape Quarter on the floor above Spar Supermarket.

Parking


  Is there any?

Apart from the properties with garages there is free street parking available plus Cape Quarter does have secure pay parking. At present the area does not have permits and being very close to the city center means a lot of workers park in during the weekday; come the afternoon more spaces become available.

Payment Methods


  Do you accept credit cards? Yes, Visa & Mastercard.   Can I pay by bank transfer?

Absolutely, for national ZAR EFT payments please make sure you use your booking surname, property name you have booked and date of your arrival as reference e.g. SMITH40NAPIER1-1-2018.

We can accept international bank transfers in ZAR however please note any bank fees will be applicable to you. Any foriegn funds that come into South Africa require the receiving bank to send us a BOP (Balance of Payment) form which we then have to complete and send back to the bank for them to be able by law to then clear the funds into our account.

If you are paying by EFT then funds need to have cleared into our account as per our deposit terms; 50% to make a booking and 50% 30 days prior to arrival. We can only confirm a booking once funds have cleared into our bank; please remember to send us your payment confirmation and we can then re-check with our bank. 

The property security deposit must be paid by credit card and we do require upon check-in to take a copy of your credit card for security as per all guests.

Property Security Deposit


  What is this and how does it work?

In most major hotel chains a credit card inprint is taken to cover extras and incidentials. It is now common practise for self-catering companies to take a Property Security Deposit to pay for any damages or losses in the property.

We require this separate Property Security Deposit payment 7 days prior to arrival. This amount, if no issues, is paid back in full within 7 S.A. working days after your check-out.

For more details please read our Terms & Conditions

Provisions


  How close is the nearest food shop?

Cape Quarter has a large Spar supermarket with pharmacy as well as cash machines no more than 5 minutes walk from any property. On Somerset Road, about 5 minutes walk, there is a 24 hour petrol station with cash machines and Pick 'n' Pay Express food & drink store. Woolworths Food Store located in Green Point is just a 10 minute walk. The closest post office, travel exchange and banks are located at the V&A Watefront.

Public Holidays


  Do you clean on public holidays?

We do not service properties on public holidays; here's a link for holidays in 2018 South African Public Holidays 2018

  Is your reception open on these days?

Our reception is shut on the 25th December and 1st January; for arrivals on these days all guests have to use our airport taxi service which will take you directly to your property or if you have your own transport this driver will still meet you at your property and the single person taxis  fare applies. Please see "Late Check-in's" for further details.

For all other public holidays our reception hours are 10am to 3pm; more information on South African public holidays is available here.

Safety and Security


  Is it safe?

A question we get asked sometimes usually because most international first time visitors have only television news knowledge. Cape Town is a large metropolitan city and although you do have areas of poverty right next to wealth you basically should treat the place like any other major city and just use common sense. The same sensible practises apply in this city; do not leave visible valuables in vehicles and always lock windows and doors. Do not let strangers into your property.

The area does have it's own security (CID) which patrols on foot and in vehicles 24/7. Contact numbers are available in the property A5 guide.

 

Satellite Television


  What channels are available in the property?

All our properties have DSTV Compact which offers over 100 television channels and other 70 audio channels. Unfortunately South African DSTV account holders cannot use their own smart cards in our property decoders. For more information on channels and programming please view DSTV and select DSTV Compact.

For sports fans looking for particular matches that might not be available we recommend trying out The Fireman's Arms or Vasco da Gama Taverna, both just down the road and have a great ambience.

Tipping


  What is the normal amount and where do I pay it?

At your own discretion but as a guideline - restaurants normally are around 10-12%, long taxis journey's around R10-20 max, street car beggars (who are not legal so if you want to) no more than R2 and house-keeping staff is really up to you.

Closer in the city there are official council parking attendants, during the day, that have machines and these you do have to pay depending on your time that you intend to park and they will come to you. Lastly, in petrol stations it is the norm for you to wait for an attendant to come to your vehicle then they will fill up and also clean you windows and take payment; we recommend giving me R2-5 tip.

Tours


  Can you arrange a tour i.e. day trip to the Winelands or Cape Peninsula?

Just let us know what you are looking for and we will happily recommend or arrange. Let us know if you prefer a personal tour guide, or a driver and vehicle or if you are happy to join a small group and we will do the rest or point you in the right direction with recommendations.

Travel Regulations


  What paperwork do I need if travelling with children?

Lastest update:

Wednesday 18th July 2018; The South African government has announced that they have started to change the passport system to include the names of both parents when it issues a passport for a child.

The Department of Home Affairs has said that foreign passport holders who have a similar system, where both parents’ names are included in a child’s passport, will not have to carry an unabridged birth certificate when entering South Africa.

No other plans were announced to ease the unabridged birth certificate regulation that often results in traumatic scenes at airports when airlines have to deny boarding to a child.

 

Wednesday 2nd May 2018; The Departments of Tourism and Home Affairs announced they are setting up a dedicated team of officials to fast-track progress of the easing of visa requirements for visitors, in a bid to increase tourist arrivals to South Africa.

The minister of Tourism said the meeting covered the following points, all of which are currently in progress: simplifying travel with minors, easing of visa requirements for residents of Brazil, India, Russia, China, and South Africa (Brics) countries, as well as the introduction of electronic visas (e-visas) for incoming tourists.

“We have, therefore, agreed that we are going to establish a joint working team, composed of respective deputy directors general who are going to meet regularly and facilitate regular feedback to both of us jointly so that we can review the progress being made in this regard and take whatever executive decisions are required,”

CEO of the Southern Africa Tourism Services Association (Satsa), David Frost, is optimistic. He said the tourism industry had looked into the issue, delving particularly into international best practice.

“What became apparent is that we needed to find an equitable solution,” said Frost. “Elsewhere in the world, people are vigilant, but they do not apply the heavy-handed approach of making airline check-in staff your front-line immigration officers.”

He went on to explain that internationally, there was a more sophisticated, nuanced and targeted approach to preventing child trafficking that included more specific policing and traveller profiling.

 

 

Last update:

Thursday 30th March 2017 the SA government c/o Home Affairs dept. have now announced due, to a recent increase in reported child trafficking cases, that the they will not be changing the current child travel requirements that came into effect in 2015. This is contrary to recent reports of the government announcing that changes to immigration laws were expected to be released by the end of March.

We strongly recommend you consult your agent or airline before traveling to South Africa to get the latest visa requirements.

 

Previous news:

Friday 5th February 2016 the SA government announced that Airline check-in staff no longer have to ensure that foreign passengers are carrying an unabridged birth certificate (UBC) when traveling with a minor. This was confirmed by the Department of Home Affairs (DHA) Director General, Mkuseli Apleni. However, the DHA says the UBC requirement for traveling minors is still being “strongly advised”. DHA confirmed during a media briefing on February 5 that the short-term recommended changes to the immigration regulations, which came into effect in June 2014, have been completed.  Although Apleni said the department was still looking into issuing a travel advisory that would address the recommendation on the issue of ‘strongly advising’ travelers accompanied by minors from visa-exempt countries to carry a UBC.

However since this announcement we have learnt that airlines are operating according to documentation received from the DHA dated 28th May 2015. This states that minors accompanied by both parents must have a valid passport, valid visa if required and a UBC or equivalent document. For single parents or children traveling with non-biological parents etc. this could also include additional parental consent affidavit accompanied by copies of the identity documents or passports of the parent(s) or legal guardian of the minor with contact details plus details in whose care the minor will be in South Africa. It would appear that until the DHA officially change their May regulations the travel industry is playing it safe and sticking to these rules. (15-2-2016)

Here’s a link to the full statement:

http://www.home-affairs.gov.za/index.php/statements-speeches/738-statement-by-home-affairs-director-general-mkuseli-apleni-following-an-update-session-with-tourism-stakeholders-on-the-implementation-of-cabinet-concessions-on-immigration-regulations-5-february-2016-acardia-pretoria

 

Previous History:

1st June 2015 the SA government introduced specific requirements for travel documentation with regard under 18 year old's traveling in and out of the country.

On the 23rd October 2015 the SA government announced some concessions to these regulations. These include the introduction of biometrics- photos and finger prints at ports of entry, visa-exempt countries "strongly advise to bring proof of the relation and consent from absent parents or guardians" and introducing an accredited tourism company for China, India & Russia.

As of 6th January 2016; Department of Home Affairs (DHA) said that it required time to effect announced changes. These changes stipulate that inbound tourists traveling with minors will no longer be "required" to produce an unabridged birth certificate, but "strongly advise" to have the document. "The government needs to create the proper legal instrument to effect these changes in wording and this take time," said Mayihlome Tshwete, spokesperson for DHA, adding that a task team had been appointed to implement the changes. "We're expecting to hear back from the task team by the end of the month."

Here's some useful information:

https://www.sapeople.com/2016/02/15/unabridged-birth-certificate-travel-to-south-africa-with-children/

These details below are the original 1st June 2015 regulations and we recommend you check directly with your local South African Embassy, High Commission or S.A. Home Affairs for more details.

If both parents are traveling with children they must produce:

...an unabridged birth certificate of each child which shows details of the parents and child.

If one parent is traveling with children they must produce:

...an unabridged birth certificate.

...consent i.e. an affidavit from the other parent registered on the birth certificate.

OR

..a court order granting then full parental rights or a death certificate of other parent as registered on the birth certificate.

If an adult other than registered parent is traveling with children:

...a copy of the unabridged birth certificate.

...an affidavit from the parents or legal guardian confirming they have permission to travel with the children.

...copies of I.D. documents or passports of the parents or legal guardians.

Children traveling alone must produce:

...consent from one or both of the parents/legal guardian in the form of a letter or affidavit for the child to travel in and out of S.Africa. If only one parent gives consent then there must be a copy of a court order granting full parental responsibilities.

...a letter from the person who is to receive the child in S.Africa with residential address and contact details where child will be staying.

...a copy of the I.D. or valid passport & visa or permanent residence permit of the person receiving child in S.Africa.

...contact details of the parents or legal guardian of the child.

 

 

http://www.dha.gov.za/index.php/immigration-services/apply-for-a-south-african-visa

http://www.dha.gov.za/files/Brochures/Immigrationleaflet.pdf

http://www.dha.gov.za/files/ParentalConsentAffidavit.pdf

 

 

Water Restrictions


  Will Day Zero happen?

Though Cape Town has had the worse draught in three years, the predicted worse case scenerio of household taps running dry known locally as "Day Zero" never happened. The council has since said it will not happen in 2018 and very unlikely for 2019. As well as Cape Townians implimenting simply water saving techniques we have all become very water wise in a time when water world wide is rightly becoming a source that we cannot take for granted.

The council is updating and bringing on line a wide range of water services that will make sure Cape Town does not run out of water.

  Are there currently restrictions in the Western Cape?

Yes, though from the 1st October 2018 the Council is relaxing the restrictions from Level 6b to Level 5 which is great news, dam levels are currently up to about 70% compared with 2017's 30%. Cape Town is very much open and welcoming visitors to enjoy our amazing city.

These restrictions are in place by the City of Cape Town due to the region experiencing three years of serve draught.

As of 1st October everyone is limited to a maximum of 70 litres of tap water per person per day whether at home, work or elsewhere.

These restrictions apply to all residents and visitors in Cape Town and are in place to try and preserve our water. The council is enforcing hefty fines, higher water tariffs and will install water management devices to specific heavy water users which will restrict and control water flow.

 

So what does 70litres litres a day look like? Here's a handy calculator to see how far it goes.

As a company we are of course trying to maintain standards that our guests expect during these restrictions however we greatly appreciate every guest playing their part in being water wise and conscious that water in Africa is a valuable precious commodity.

Here's the council's guidelines on simple ways to save every drop of water:

  • only take if needed one shower a day for a maximum of 60-seconds; turn of water while lathering and use buckets provided to collect grey water; this can be used to flush toilets;
  • minimise tap flow by turning off water when brushing teeth, use a plastic cup of water for wet-shaving, save kitchen tap water in plastic basins and use this grey water to flush toilets;
  • minimise or try and avoid using washing machines; if you have to use then only operate when there is a full load and only use shortest spin cycles, see A4 guide for operating instructions;
  • minimise amount of glassware and crookery used; re-use water glasses and if using dishwasher only use when full load and use short wash cycle, see A4 guide for operating instructions;
  • only flush toilet when necessary, the council advises everyone "if it's yellow let it mellow", try and use your saved shower and kitchen sink grey water to flush toilets;
  • under the current restrictions we are not allowed to use tap water to clean, wash down or water any outdoor area. Any pools or Jacuzzis must be re-covered after immediate use as left un-covered water will quickly evaporate, levels will drop and then we will have to shut down usage. Council will also fine properties if covers are noted not to be in use. Please do not splash and be aware that unfortunately we cannot clean these facilities to our normal standards as we cannot back-wash or use tap water.

To give you a clearer indication of how much water can be wasted here are some figures:

  • an average shower uses 15 litres per minute
  • brushing your teeth or shaving with constant running water uses 6 litres per minute
  • leaving the tap running while washing up uses 30-40 litres every 5 minutes
  • an average toilet flush uses 9 litres
  • a washing machine can use upto 90 litres per wash

Over the course of the last couple of years Capetonians and vistors have learnt to become water wise by following these simple and practical methods. More recently, with extreme hot summers in European countries, more countries and their populations, are becoming aware of the importance of preserving all our water supplies.

All visitors, like residents, have to comply to the law and help the city preserve basic water supplies for everyone.

Thank you for playing your part in being water wise

Click here for further information on restrictions Level 5 Restrictions

 

 

 

 

 

 

 

 

 

 

 

 

90 Waterkant Street
110 Waterkant Street